What notifications do my customers and service desk team receive?

Customers, agents, and administrators get email notifications about activity on requests.

Customers

When a customer sends a request, they receive the same notifications as the reporter and request participants. When customers share requests in an organization, customers in that organization receive notifications. They can turn on notifications for other activity on the request.

Approvers receive notifications when they need to approve a request. They can turn on notifications for other activity on the request.

Other customers receive notifications on public activities for requests they’re involved in. They can turn on receiving notifications in the portal or email. If notifications aren’t turned on, they’re only notified when a service desk team member resolves a request.

Agents and admins

When agents and admins work on a request, they receive notifications depending on the service desk project’s notification settings. Learn more about the Jira notification scheme.

They don’t receive notifications on their own changes when they act as a customer on issues with a set request type. Jira Service Desk treats agents and admins acting as a reporter, participant or approver as a customer regardless of the notification scheme.

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